IT Support Analyst, Umbra, VA, US

Umbra is an American space technology company delivering advanced systems, from sensors to spacecraft, that empower customers worldwide with unmatched access to critical information from space. Our mission is simple and ambitious: redefine space—for people, systems, and missions in every domain. Umbra’s ecosystem operates through three business units: Remote Sensing (the data), Space Systems (the components), and Mission Solutions (the platforms).Together, our teams develop capabilities that deliver persistent access, resilient performance, and mission-ready solutions, advancing U.S. space leadership while keeping the world safe and informed.

About the Job

Join us as an IT Support Analyst, where you'll thrive in a dynamic, fast-paced environment! Here, you'll harness your technical know-how and exceptional customer service abilities to troubleshoot challenges, resolve issues, and escalate matters when needed. Your role will be crucial in preserving system performance and upholding our security standards. If you’re a proactive problem-solver with a zest for technology, we invite you to become a part of our innovative team at Umbra!

This position is located on-site in our Arlington, VA office.

Key Responsibilities

• User Support: Provide top-tier support to users for technical issues via phone, email, and chat. Capture user requests accurately and ensure that system issues are resolved promptly.
• Troubleshooting: Diagnose and resolve hardware and software issues, including operating systems, applications, and network connectivity.
• Incident Management: Track, prioritize, and manage service desk incidents in the ticketing system to provide timely resolution.
• Documentation: Maintain and update documentation of workflows, process, and technical resources to support the service desk function.
• Collaboration: Work closely with IT teams to escalate more complex issues and follow up until resolution.
• Training: Assist in the onboarding and training of new team members as needed.
• Perform other duties as assigned.